Programs and Tools to Improve the Quality of Mental Health Services, Table 1. Consumer Assessment of Behavioral Health Services Results

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Programs and Tools to Improve the Quality of Mental Health Services

Table 1. Consumer Assessment of Behavioral Health Services Results

Question	Plan Rating (Range)
Question	Commercial	Public Assistance
	Percent stating "Not a problem"
How much of a problem did you have with paperwork for your health plan?	28-52%	33-50%
How much of a problem was it to get help when you called your health plan's customer service?	42-62%	39-79%
How much of a problem were delays in treatment while waiting for approval from your health plan?	59-86%	64-84%
With the choices your health plan gave, how much of a problem was it to get a clinician you are happy with?	48-75%	50-80%
	Percent stating "Yes"
Did your clinicians tell you that you have the right to refuse treatment that you do not want?	66-73%	65-80%
	Percent stating "Always"
When you needed to see a clinician right away, how often did you get the treatment or counseling as soon as wanted?	42-68%	48-57%

Source: Shaul JA, Eisen SV, Stringfellow VL, et al. Use of consumer ratings for quality improvement in behavioral health insurance plans. Jt Comm J Qual Improv 2001; 27(4):216-29.

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